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Returns Policy

FAULTY PRODUCT

In the unlikely event that a product that has been delivered by us or one of our approved carriers (including special order/made to order items) is faulty, we will exchange the item or provide you with a full refund, which includes delivery charges, so long as we are notified of the product’s fault within 30 days, in writing. Please do this by sending an email to returns@todd-doors.co.uk  giving as much detail as possible regarding the fault (please enclose images if possible) and provide us with your original web order/sales order number.

DAMAGED PRODUCT

In the unlikely event that a product that has been delivered by us or one of our approved carriers (including special order/made to order items) is damaged, we will exchange the item or provide you with a full refund, which includes delivery charges, so long as we are notified of the product’s fault within 3 working days, in writing. Please do this by sending an email to returns@todd-doors.co.uk  giving as much detail as possible regarding the damage (please enclose images if possible) and provide us with your original web order/sales order number.

We reserve the right to inspect all returned products prior to agreeing to any part refund, full refund or exchange.

Once notified of the fault/damage we will arrange for the product(s) to be collected by ourselves or an approved carrier at our expense. We require the return of the products within 30 days of the date of the written refund request being made. At this point we will either dispatch a replacement item, advise of special order/made to order lead times or process the refund.

Any refunds will be made to the account used to purchase the original product(s).


EXCHANGE OF PRODUCTS

In the event that you wish to exchange a Todd Doors product, we will be happy to help.

Providing the goods you wish to return have not been worked on and are in unused condition and original packaging, we will create a new order and take payment for the revised required goods to be delivered out to you, and arrange collection of the original goods for the same delivery slot.

This approach allows a quicker turnaround and saves a collection charge being levied. Once received back to our warehouse in saleable condition the items will be refunded.

All exchange requests must be sent by email to returns@todd-doors.co.uk 

We can arrange for our approved carrier/one of our own vehicles to collect the product(s) from you on a mutually convenient date. This collection service carries a minimum charge of £55.00 inclusive VAT; however this may be significantly more depending on your location and the carrier used.

It may be that you would prefer to arrange your own carrier or deliver the items back to our west London warehouse during normal business hours.

Items to be collected need to be in unused condition and in their original undamaged packaging, if 14 days has elapsed since delivery then a handling charge of 15% will be applied to the invoiced value of each item returned. This handling charge will be deducted from the refund value, along with the collection charge.

You will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used by us to make the delivery.

All refunds will be processed within 30 days of the date of notification to us and after the goods have been received, checked and accepted for return.


CANCELLATION OF ORDER / PRODUCTS NO LONGER REQUIRED

In the event that you wish to return a Todd Doors product that is not faulty or damaged, we will provide you with a refund for the value of the product(s) less a 15% restocking fee, once they have been returned to our warehouse and inspected. Any delivery charge is not refundable.

All return requests must be sent by email to returns@todd-doors.co.uk  We can arrange for our approved carrier/one of our own vehicles to collect the product(s) from you on a mutually convenient date. This service carries a minimum charge of £55.00 inclusive VAT; however this may be significantly more dependent on your location. You will be responsible for the safe packaging and loading of the items to prevent damage in transit. We recommend reusing the materials that were used by us to make the delivery.

All refunds will be processed within 30 days of the date of notification to us and after the goods have been received, checked and accepted for return.

CANCELLATION OF BESPOKE, TAILOR-MADE OR MADE TO ORDER DOORS

Once an order has been placed online with full payment being made, made-to-order, tailor-made or bespoke items which are identified as (BESPOKE) or (FD30 – BESPOKE) on both the product pages and receipt are non-cancellable and non-refundable once an order has been confirmed and cannot be amended unless by mutual agreement.

REFUNDING OF DELIVERY CHARGES

Delivery charges will only be refunded, where applicable and inline with the above Returns Policy, when the order is returned in its entirety. No refund shall be given, in whole or part, for returns of part orders/deliveries.